We are often asked about how the ERP Employee Interaction Center (EIC) integrates with other areas of Human Capital Management. SAP is fully integrated with HR Master Data, Employee Self Service (ESS), Manager Self Service (MSS), Business Warehouse (BW), Knowledge Warehouse (KW), HCM Processes and Forms and the Portal.
This blog will outline the integration that SAP offers with maintain master data for customers that are on the ERP version of the Employee Interaction Center with a minimum of enhancement package 1 (EHP1).
The agent starts the process by identifying the contact and affected employee using the standard search functionality within the employee interaction center.
The agent will than create a new activity for the affected empoyee.
The agent can launch Maintain HR Data (PA30) by clicking on the navigation bar. The system can be set up so that the affected employees number is passed over so the agent does not need to search for the employee again. From this point the agent can update the master data or use it to help them resolve the issue the individual is calling about.
The ERP Employee Interaction Center (EIC) is a centralized call center application that is part of SAP’s shared services offering. It delivers employee information to your contact center agents and empowers them to capture the details of an interaction with an employee. It is included in your base SAP license, is part of the ECC 6.0 landscape and it is a great fit for customers that are looking to establish a HR employee interaction center.